Case Study: New City Moving modernizes operations and improves customer experience with Dialpad

How New City Moving revamped their customer experience with Dialpad Ai

New City Moving wanted to improve customer experience and grow the business by gaining better insights, boosting employee performance, and making call coaching more efficient. To support those goals, they turned to Dialpad AI, including tools like AI Scorecards and AI Live Coach cards, to help supervisors and employees handle calls more effectively.

Dialpad helped New City Moving streamline call reviews, improve training, and give agents real-time guidance during conversations. The impact was significant: supervisors could score 20 to 30 calls per person instead of about four, cut review time from 15 minutes to under a minute per call, and deliver faster feedback that improved team performance, customer response times, and overall satisfaction.

New City Moving

Clare McDevitt

Director of Sales